BANK AUDI FRANCE CUSTOMER COMPLAINTS POLICY

Bank Audi France ? July 2021

BANK AUDI FRANCE CUSTOMER COMPLAINTS

POLICY

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Contents

1. How to contact us ? 2. Length of time of the process 3. Complaints handling system 4. Safeguarding personal data

Bank Audi France ? July 2021

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Bank Audi France ? July 2021

The purpose of the customer complaints handling system is to streamline and continuously improve the products and services provided to our customers.

1. How to contact us?

If you are already our customer

If you are already our customer, the first people to contact you will be your regular interlocutors, that is to say your account manager, who you can contact:

By e-mail directly to their e-mail address : first name.surname@bankaudi.fr By mail to the following address :

Bank Audi France For the attention of: Mr / Mrs First name and Surname of your account manager 73, Avenue des Champs Elys?es 75008 Paris France

By telephone by calling the number of your account manager or your usual contact

person directly.

By fax dialling the number +33 (1) 42 56 09 74 for the attention of your account manager

or your usual contact person.

If you are not yet a customer

If you are not a customer of Bank Audi France, you can contact the complaints department in the following ways:

By e-mail by going to the website bankaudi.fr and clicking on ? Contact Us ? tab. By mail to the following address :

Bank Audi France For the attention of The Complaints Department 73, Avenue des Champs Elys?es 75008 Paris - France

By telephone by calling the number + 33 (1) 53 83 50 00 (standard rate charge).

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Bank Audi France ? July 2021

By fax dialling the number +33 (1) 42 56 09 74 for the attention of the complaints

department.

In all cases

To ensure that complaints can be processed by Bank Audi France's staff as efficiently and quickly as possible, when lodging your complaint please give the following details:

First name and Surname of the person lodging the complaint Contact details (postal address, e-mail address and telephone number) of the person

making the complaint

Account number of the person making the complaint (if already a customer) Date of the complaint (if by ordinary mail) What the complaint is about (please be precise and concise) The contract, product or Department about which the complaint is being made Reason for the complaint

2. Length of time of the process To give customers the best service, Bank Audi France undertakes to notify the person making the complaint that the complaint is being dealt with by sending an acknowledgement of receipt within 48 hours. This may be extended to a maximum of 10 working days in exceptional circumstances.

3. Complaints handling system

What is a complaint?

A complaint is to be understood as an expression of the customer's displeasure or dissatisfaction with Bank Audi France regarding the way that it has performed a bank service that has been offered. Requests for services, information, clarification or advice are not considered as complaints.

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 Handling of a complaint

Bank Audi France ? July 2021

Your complaint will be dealt with by the Bank Audi France complaints department.

The Bank Audi France management, Compliance Department and Legal Department may be involved in approving the response made to your complaint, to ensure that it is appropriate, that it complies with regulations and that it is in your best interests.

What can you do if you are not satisfied with Bank Audi France's response to

your complaint?

If you disagree with the response made, you can lodge an appeal with a mediator designated by Bank Audi France.

The aim of mediation is to give customers of the bank an additional avenue for reaching an amicable settlement, involving an independent expert in any dispute where no solution has been found after all the internal complaints procedures of the bank have been exhausted, or if the bank has failed to reply within two months to the person making the complaint.

The mediator designated by our bank is the mediator of the F?d?ration Bancaire Fran?aise [French Banking Federation]. The submission can be made to the mediator by mail at the following address:

Monsieur le M?diateur F?d?ration Bancaire Fran?aise

Course Sp?ciale 151 75422 Paris Cedex 09

France

or on website lemediateur.fbf.fr

The mediator's scope and mission, the time and the procedure of the mediation are described in the Bank Audi France ? Bank Mediation Charter ?, which is available at its premises or on its website at .

4. Safeguarding personal data

In pursuance of the Law no. 78-17 of the 6th January 1978, and as amended with regard to information technology, data files and civil liberties, it is stipulated that it is compulsory to collect personal data for the treatment of customer complaints. The company responsible for processing this data is Bank Audi France.

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